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Client Solution Consultant

Cullen W
Cullen is a Client Solution Consultant for Medxcel. In his role he supports the Medxcel associates in his region, ensuring that they understand and utilize Medxcel technology solutions and applications efficiently. He works to enhance and improve the user experience within various technologies, and continuously evaluates internal customer needs to develop plans for new products, services, and practices to take Medxcel into the future. Cullen is a subject matter expert on the technologies and processes that impact the associates in his assigned region, and he advocates on their behalf for improved service delivery.
 
“If a great culture and awesome employees are important to you, Medxcel is a great place to work. If you like helping people, this is a great place to work. We’re helping so many people every day, our fellow employees, our clients, and the patients we all serve. We’re all helping to keep healthcare facilities up and running well to provide the best care possible to their patients.”
 

Tell us about your responsibilities and day-to-day work.

Our team is the Client Solution Center (CSC) and it’s our job to take care of our associates so that they can best serve our customers. So our clients are our fellow Medxcel associates, most of whom are out working in healthcare facilities around the country. The CSC was born from the idea that in order for us to take care of our clients and the clinicians they serve, we need to focus on helping our associates to work more efficiently. There are so many types of technology and software in our industry and our associates are great at trades; they can repair a boiler, they can repair drywall and paint and make it look immaculate, they can do complex plumbing work and maintain beautiful landscaping, but sometimes struggle with the software, mobile devices, and computers that we require them to utilize as part of their work. We identified a specific need for us to have the ability to jump in and assist more with technology solutions. The CSC supports 90% of the applications that Medxcel employees use daily, including things like our recognition platform, the Microsoft suite of products, our finance and policy applications, and the CMS system that manages workorders and is the lifeblood of our Medxcel field associates.
 

Describe the path you took to arrive in your current role.

I started at Medxcel in May of 2017 when our team consisted of a supervisor, and two Client Support Specialists. The two of us covered all of the day-to-day work and we were very busy. The roles and our department were new and we had the opportunity to help create and shape the team. Over time we continued to evolve and to grow. Eventually it was no longer enough just to take calls and emails and offer support remotely, we needed to be able to provide more hands-on support on-site in our client facilities. What we had learned is that our technicians are problem solvers by nature. They’re great at figuring things out if there’s an issue, so when they struggle with technology instead of asking for assistance many of them are able to create a workaround or a way to just push through the issue. It’s awesome that our associates have so much ingenuity, but we really needed a way to understand the issues they were facing and not reporting so that we could train them or resolve issues and make their work easier. If our associates can work more efficiently utilizing our systems, it’s better for everyone, our clients and even the patients we serve. So that’s when we created the Consultant role and brought on our first two Consultants. I joined that team, transitioning from a Specialist to a Consultant role; we now have three Consultants and three Specialists on our team. Each Consultant supports an assigned region and we travel to the client facilities supporting the associates with their technology and software needs.
 

How has the pandemic affected your role since it was created to allow you to travel and work with associates on-site at their facilities?

My job description includes being on the road visiting our associates in facilities throughout the country, but COVID-19 forced us to adapt immediately when business travel was shut down. We’re road warriors and love traveling so it was a big learning point for us; how do we do our job satisfactorily, when our method of delivering information changed overnight? We know how to help resolve issues when our employees reach out with questions, but the impact that we as Consultants have when we’re face-to-face on site and we’re talking and suddenly we learn about twenty things that are causing issues, that’s something entirely different and we suddenly lost that important informal source of information. Some of that really couldn’t be replaced during the last year since we had to remain remote, but we’re all very excited to get back on the road soon to partner with our associates in their workplaces.
 

What types of training and development has Medxcel provided to you? 

We participated in a great training through ITIL (Information Technology Infrastructure Library) which taught us the methodology to frame IT services in a way that is easiest and most efficient for our organization and our customers. That was so helpful. One of the hard things about having a consultative role in the IT space is that there is no specific certification or training available to teach us about what we need to do. Most consultative training is sales-focused, and we focus on IT applications within our own organization. We are good at training ourselves on all the software and applications we support, and we work together on how to implement them and improve usage. And then we learn to train our associates on the products. We have had some discussions about Six Sigma because project management is a huge part of what we do. Medxcel is very supportive of us pursuing these types of training.
 

What is the best part of your job?

Travel is definitely the best part of my job, and I feel like there are two reasons, one more personal and one more professional. Personally, I love to travel, to visit new places and experience the local culture, landmarks, and food of the places I visit. It’s so much fun and I’m blessed to have the opportunity to travel as part of my job. Professionally, I have found that when our department added these roles that travel to our sites, our impact increased tremendously. Being able to build relationships and discuss technology issues face-to-face is invaluable. I love visiting a site and the first day asking the employees where the best donut shop in town is. The next day I might show up with a box of good local donuts and coffee to draw the employees together and that’s when we really start seeing the benefit of being on location. We’re automatically heroes if we bring in donuts and coffee. While we’re eating, conversations will begin and eventually someone might be taking a bite of their donut next to me and say “by the way, my mobile device has been acting up”. That’s the type of issue that tends to never get called in to our team, but when we’re there, people become comfortable with us and come up and start telling us about issues, or asking questions, or providing opportunities for improvement. And it’s so much easier to physically show someone how to do something or I can take the device and work on it while they’re standing there. Think about how much easier that is than trying to do that type of work remotely. I love going out there and solving issues that may be causing our employees to struggle or to be inconvenienced. I hope the solutions my team and I provide will allow them to work more efficiently and give them time to do something more important.
 

Is there a project you’re particularly proud of?

During COVID-19, which was already was one the hardest things we worked through, we took on one of the hardest projects we’ve ever done. The project was an iPhone refresh which doesn’t sound too hard, but our workforce is very dependent on their mobile devices. We also had an expedited timeline to complete the project. Making changes to the mobile devices is hard on our associates. We push them to do everything from their devices, and then suddenly we say “hey, we’re going to change all of this”. Couple that with the fact that technology can be challenging already and that we were changing something that associates were somewhat comfortable with. We had a few months to accomplish the project and at the same time we were adjusting to working remotely. We had a big learning curve but dove in and tackled it and I would say we did it as successfully as we could have hoped for.
 

Is there something you’ve learned in this role that you didn’t expect?

I’ve learned the importance and reward of pushing myself out of my comfort zone. I’m an introvert by nature; I think most IT people are. As a Consultant it’s my job to travel, to visit new healthcare facilities and talk to new people. Each time I book a business trip I feel a little apprehensive, that’s the introvert in me. But as soon as I arrive, I start talking to people and they are awesome. They’re welcoming me to the area, recommending local places to eat, and showing off their city. I immediately feel comfortable and excited about my job. It may sound cliché, but there really is a huge value in pushing yourself to try something outside of your comfort zone, whatever it may be. You’ll stretch yourself and try something new and you may find something new that you love. That’s what happened to me. Traveling has taught me a lot about who I am, and I’ve learned to enjoy something I didn’t know I could do successfully. It was a difficult choice for me to become a Consultant, but I love it and it’s the best decision I could have made.
 

What would tell some if they asked you if they should consider working for Medxcel?

If a good employee experience is important to you, Medxcel is the place to be. In the years I’ve worked for Medxcel I’ve seen people come and go. But the thing that make it easy for people to come and hard for people to go is how great the employees are here. And I really do mean everyone; leaders, teammates, upper management, supervisors, everyone. If a great culture and awesome employees are important to you, Medxcel is a great place to work. If you like helping people, this is a great place to work. We’re helping so many people every day, our fellow employees, our clients, and the patients we all serve. We’re all helping to keep healthcare facilities up and running well to provide the best care possible to their patients.
 

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